PEC-AS/Current/ManageCC/Agent options overview - Revision history

Mwest: Text replacement - "Agent Desktop" to "Agent Workspace"

2022-08-16T14:00:33Z

Text replacement - "Agent Desktop" to "Agent Workspace"

Monique.gionet@genesys.com: Published

2021-01-11T21:13:47Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:30:37Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:44:36Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Mgionet: Published

2020-06-09T14:21:56Z

Published

Jerickso: Published

2020-06-08T17:41:15Z

Published

New page

{{TaskSummary
|DisplayName=Agent settings overview
|Application=Agent Setup
|Role=Administrator
|TocName=Agent settings overview
|Platform=PureEngage
|ComingSoon=No
|Context=Learn about the features and controls that enable an agent to handle interactions and other key tasks.
|overviewtext=When it's time to enable all the features and controls that make your agent’s job possible and manageable, you should think of the agent’s workday as a series of stages. In each stage, there’s a myriad of options and controls that enable the agent to complete that stage before moving on to the next. Let’s look at the stages and the configurable options that apply to each.
|TSSection={{TSSection
|sectionheading=Logging in
|description=The first thing an agent does is log in. This can include login to Agent Desktop, Team Communicator email, the intranet, and other internal resource sites.
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Global_Login|display text=Global login}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Single_Sign-On|display text=Single Sign-On}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Service_Client_options|display text=Auto login}}
}}{{TSSection
|sectionheading=Receiving a call or message
|description=When an agent receives a call or message, the information the agent receives about the incoming call or message and the actions the agent takes from that point on is determined by the options you configure.
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Screen_pop_options|display text=Screen pop options}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Case_and_toast_data|display text=Case and toast data}}
*Accepting and rejecting a call - Auto answer and decline options:
**{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Voice_options|display text=Voice}}
**{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Email_options|display text=Email}}
**{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Chat_options|display text=Chat}}
**{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Facebook_options|display text=Facebook}}
**{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Twitter_options|display text=Twitter}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Voice_options|display text=Caller ID options}} (See also {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Caller_ID|display text=Add and manage Caller ID}})
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Outbound_options|display text=Outbound options }}
}}{{TSSection
|sectionheading=Call handling and control
|description=This stage includes everything from how the agents answer, make, or schedule a call, forward a call or email, switch between channels, handle call conferencing, how they place a call on hold, and so on.
|relatedarticles=*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Voice_options|display text=Forwarding a voice call}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Email_options|display text=Forwarding an email message}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Chat_options|display text=Forwarding a chat message}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Voice_options|display text=Hold options for the Voice channel}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Voice_options|display text=Conferencing options for the Voice channel}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Voice_options|display text=Transferring options}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Recording_options|display text=Call and screen recording options for Voice}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Genesys_Softphone|display text=Microphone and speaker options for Genesys Softphone}}
}}{{TSSection
|sectionheading=Finding answers
|description=There are going to be times when agents will need to obtain information from an internal or external source in the middle of the a customer interaction. The agent might obtain this information from an internal source, such as another agent, supervisor, or department, or the agent might look to external sources, such as websites, for the answers.
|relatedarticles=Internal:

*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Standard_Response_Library_options|display text=Standard response library}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Interaction_history_advanced_search|display text=Interaction history search options}}

External

*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=External_URLs|display text=External URLs}}
}}{{TSSection
|sectionheading=Working with contacts
|description=Agents also deal with contact records – this is stored information about each and every contact they interact with. You’ll need to determine how the agents will find these records and interaction history and whether they can create contact records.
|relatedarticles=Contacts and contact management.

*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Contacts|display text=Contacts and contact management options}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Work_with_Global_Favorites|display text=About Global Favorites}}

Configurable options by channel:

*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Voice_options|display text=Voice}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Chat_options|display text=Chat}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Email_options|display text=Email}}
}}{{TSSection
|sectionheading=Post-interaction tasks
|description=When an interaction with a customer ends, the agent will always have wrap-up work to do. This can include dispositioning the interaction, making notes about the interaction, scheduling a followup call, etc. Here are the related tasks:
|relatedarticles='''Dispositions''':
{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Dispositions|display text=General information about dispositions}}

Disposition options are available for all channels:

*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Voice_options|display text=Voice}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Email_options|display text=Email}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Chat_options|display text=Chat}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Facebook_options|display text=Facebook}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Twitter_options|display text=Twitter}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Workitem_options|display text=Workitem}}

Options related to post call duration and marking records after an interaction has ended are available for the {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Voice_options|display text=Voice}} channel.

'''Activity reports and statistics''':

*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=My_Channels_options|display text=My Channels options}}
*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Statistics_options|display text=Agent Desktop statistics}}
}}
}}

@@ Line 9: / Line 9: @@
 |TSSection={{TSSection
 |sectionheading=Logging in
-|description=<span>The first thing an agent does is log in. This can include login to Agent Desktop, Team Communicator email, the intranet, and other internal resource sites.</span>
+|description=<span>The first thing an agent does is log in. This can include login to Agent Workspace, Team Communicator email, the intranet, and other internal resource sites.</span>
 |relatedarticles=*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Global_Login|display text=Global login}}
 *{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Single_Sign-On|display text=Single Sign-On}}
@@ Line 79: / Line 79: @@
 *{{Link-SomewhereInThisVersion|manual=ManageCC|topic=My_Channels_options|display text=My Channels options}}
-*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Statistics_options|display text=Agent Desktop statistics}}
+*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Statistics_options|display text=Agent Workspace statistics}}
 }}
 }}

@@ Line 4: / Line 4: @@
 |Role=Administrator
 |TocName=Agent settings overview
 |ComingSoon=No
 |Context=Learn about the features and controls that enable an agent to handle interactions and other key tasks.
@@ Line 17: / Line 16: @@
 |sectionheading=Receiving a call or message
 |description=When an agent receives a call or message, the information the agent receives about the incoming call or message and the actions the agent takes from that point on is determined by the options you configure.
-|relatedarticles=*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Screen_pop_options|display text=Screen pop options}}
+|relatedarticles=*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=Screen Pop options}}
 *{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Case_and_toast_data|display text=Case and toast data}}
 *Accepting and rejecting a call - Auto answer and decline options:

@@ Line 31: / Line 31: @@
 |description=<span>This stage includes everything from how the agents answer, make, or schedule a call, forward a call or email, switch between channels, handle call conferencing, how they place a call on hold, and so on.</span>
 |relatedarticles=*{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Voice_options|display text=Forwarding a voice call}}
 *{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Voice_options|display text=Hold options for the Voice channel}}
 *{{Link-SomewhereInThisVersion|manual=ManageCC|topic=Voice_options|display text=Conferencing options for the Voice channel}}

PEC-AS/Current/ManageCC/Agent options overview - Revision history

Mwest: Text replacement - "Agent Desktop" to "Agent Workspace"

Monique.gionet@genesys.com: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Mgionet: Published

Jerickso: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"